Bank of Scotland Plc

Financial Ombudsman decision DRN-5502907 Not upheld

Not upheldoutcome, as published by the Ombudsman

—no sum stated

Wed May 28deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Mortgage administration, Complaint handling, Data and privacy, Service failure

In the Ombudsman’s words

Miss J’s complaint is about her mortgage account with Bank of Scotland plc (BOS).Mortgage administration

dissatisfaction with the way BOS handled telephone conversations with Miss J in January and February 2024Complaint handling

delays in receiving the information requested in a Data Subject Access Request (DSAR) and that the DSAR was incompleteData and privacy

poor customer service from 29 February 2024 onwards, including End of Term (EOT) supportService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5502907.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.